German Speaking B2B Technical Support Specialist (Budapest, Hungary)

Responsibilities

• ▹Answering incoming phone calls from Swiss customers about IT problems (network, mobility, hardware)
• ▹Care to Sales activity: identifying customers who could benefit from switching products or extending subscriptions
• ▹Following up on open cases to ensure customers receive the required solution
• ▹Collaborating with a team of experts on cases requiring additional support
• ▹Performance measured against KPIs (Customer Satisfaction, First Contact Resolution, Call Quality, Handled Calls, Dispatch Rate)
• ▹Assisting new colleagues, especially during their first weeks
• ▹Proposing improvement ideas for ways of working

Requirements

• ▹C1-level German
• ▹Strong English proficiency

Soft skills

About the company

Custom Connect is an international BPO (Business Process Outsourcing) company operating on three continents, delivering multilingual customer experiences for partners across Europe, Africa, North America, and Oceania. The Budapest team currently supports a leading Swiss telecommunications company.